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Share National - Service Design & Transformation 2021

Virtual (Teams)

This event has now ended.

Date & time

  1. 19 October 2021 09:30 - 12:45
  2. 20 October 2021 09:30 - 12:30



How do you design and deliver your services?

As dedicated public service providers, Socitm members know better than anyone the step change experienced by local government and the most vulnerable in your community over the past 18 months. Register for this Share National conference to get even better at what you do.

With support from experts at Microsoft (and elsewhere) our sessions will invigorate and inspire you and your team – to refine processes, research, and delivery to build trust into all links of the service design chain. You already have the community knowledge. Knowing what you need to achieve at the end is the best place to start – with the end results already in mind you and your team can then be led to the right solution. This could be re-purposing something you already have or making use of something completely new for the first time.

Discover valuable ideas and make new connections with the best of the Socitm network.


Day 1 video recording:

Day 2 video recording:


  1. 09:30 Welcome and introductions

    Huw McKee, Head of Information Technology and Digital Transformation, Conwy County Borough Council

    Huw will set us up for a morning thinking about our users and how we all experience public services. There’s not always a single way to complete a job, there’s no single way to support communities. Our needs range from simple to complex. Are we now in the best position to try to identify those needs more effectively than ever before? And then to support people in the easiest way we can?

  2. 09:40 Transforming services around people and place

    Professor Donna Hall CBE, Chair of the New Local Government Network and Bolton NHS Foundation Trust 

    Our keynote guest speaker is chair of the New Local Government Network, chair of the Bolton NHS Foundation Trust and a non-executive advisor to Birmingham City Council. Professor Hall is championing the move away from simplistic one-size-fits all public services. We’ve always had local solutions, but this past 18 plus months has shifted them into the spotlight and they’re not moving back.

  3. 10:00 Putting users at the heart of digital transformation

    Faith La Grange, Director, Local & Regional Government, Microsoft | Rhys Lovegrove, Head of Technology Strategy and Portfolio, Essex County Council | Kurt Frary, Deputy Director of IMT, CTO, Norfolk County Council and Socitm Chair (East)

    Join Microsoft as they share their thoughts and experience on focussing on the end user, when it comes to service design. Too often the technical solution and resulting process suits the organisation but leads to a poor experience for the person on the end of it. Find out how Microsoft challenge this to ensure a people first perspective.

  4. 10:20 Behaviour Change is at the heart of all digital transformation

    Stephen Donajgrodzki, Director Behavioral Science, Kellogg Company | Alison Wilde, Co-Founder, Birdsoup

    Behaviour Change is at the heart of all digital transformation – citizens, customers, staff, partners and stakeholders almost always have to change their behaviour and many do not enjoy the experience. We discuss how using behavioural science to not just understand the end user, but your staff and stakeholders, provides better outcomes for all.

  5. 10:40 Enable Citizen Access: Modernised Digital Identity for Local Government

    Nick Caley, Vice President – United Kingdom, Eire, Middle East & Africa, ForgeRock

    In the post-pandemic reality, Councils are coming under increasing pressure to meet changing Citizen expectations. Digital services are fast becoming the primary channel of engagement, creating multiple accounts, platforms, and access journeys. The desire for seamless, personalised, and secure Citizen experiences is no longer the preserve of the private sector. Meanwhile, the risks of fraud and cybersecurity attack expose Councils to long-term reputational damage.

    Learn how modernising Citizen Identity and Access Management capabilities can help Councils:
    • Improve Citizen experiences to streamline, personalise, simplify access across a myriad of local services
    • Reduce implementation costs to unify digital identity across multiple identity stores at pace
    • Mitigate fraud and cybersecurity risks while ensuring Citizen data and privacy is protected from emerging threats

  6. 11:00 Networking break

    Grab a tea or coffee, take a breather and the opportunity to virtually mingle and network.

  7. 11:15 Delivering digital transformation with document solutions

    Canon & Top Talent Manchester 2021 Cohort

    A key element of the Top Talent programme is project work – applying what’s being learnt straightaway. They split into small groups and independently they create a project proposal and plan that could be implemented in any of their organisations. The Manchester cohort received a brief, from Canon’s David Crichton, centred around digital transformation.

    Find out how the three groups approached and answered the challenge:

    • Why and how are you changing your print services and document management?
    • Do you target all business processes or one in particular?
    • How will you know it’s worked and how will you prepare people for the change?
  8. 11:45 Breakout 1 - Canon’s Digital Transformation Services

    David Crichton, Sector Director, Canon | Gerry Baker, Digital Projects Manager, Norfolk County Council | Neil Jones, Programme Manager, Canon

    Canon’s Digital Transformation Services is a comprehensive range of print and information management services delivering an ecosystem of technology that supports the entire document lifecycle and digital transformation journey.
    Our hardware, software and services improve paper and digital integration supporting customers to meet their business goals, from boosting productivity, enhancing mobility & collaboration, to improving customer experience and security.

    Social Value is very important to Canon and is embedded in our Corporate Philosophy of Kyosei which
    means “living and working for the common good”.

  9. 11:45 Breakout 2 - IP Performance and iBoss - How to benefit from PDNS and Containerised Gateways

    Duncan Ross, Network and Security Engineer, IP Performance | Ant Robinson, Sales Engineering & Implementations Lead, EMEIA, iboss

    Protective DNS (PDNS) & Cloud Security
    What is PDNS, and how does it benefit the UK public sector?

    Containerised Architectures vs the rest
    Why are containerised architectures different, and what benefits do they bring to compliance, Zero Trust Network Access (ZTNA) and Secure Access Service Edge (SASE)?

    Working with Microsoft
    The iboss cloud platform gets users to get to the Microsoft front door faster, whilst enforcing security and compliance. Users can connect to Microsoft directly, without backhauling network data through unnecessary hops, such as a VPN.

  10. 11:55 Panel session: Transforming services around people and place

    Nadira Hussain, Director of Leadership, Development and Research, Socitm (Chair) | Professor Donna Hall CBE, Chair of the New Local Government Network and Bolton NHS Foundation Trust | Stephen Donajgrodzki, Director Behavioural Science, Kellogg Company | Alison Wilde, Co-Founder, Birdsoup | Faith La Grange, Director, Local & Regional Government, Microsoft

    Hear from the panel who will discuss how the answers to Covid recovery are found with and within the community. A place based approach to problem solving will ensure people are brought into the decision making process. Does this increase citizen engagement and ownership of intended outcomes?

  11. 12:35 Chairs closing remarks

    Huw McKee, Head of Information Technology and Digital Transformation, Conwy County Borough Council


Who can join our events?

Our events are open to everyone and relevant to all levels of staff, from new joiners right through to senior executives. This creates a vibrant mix which promotes innovation, sharing of best practice and drives the modernisation of public services.

Attendance is included in our membership and partnership packages. A fee may apply for non-members. Please see individual event registration details for more information.

Contact us to discuss your options.

Public sector – contact Poppy Whelan. Private sector – contact Aimie Francis.